ASUS Computer International

Initial Business Response /* (1000, 5, 2015/09/22) */
Dear Customer,
the reason you were quoted is because of the scratch. It was not quoted just because their was a scratch, it really has to do with where the scratch occurred. The scratch happened around a grounding point for the board and...

the trace that carries electrical current through the board was damaged. Trace damage is unrepairable and is directly related to the issues you were experiencing. So as you can tell, the scratch is in no way superficial, hence the reason you were quoted for the replacement cost of the board.
[redacted] Z
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/09/22) */
[redacted]Document Attached[redacted]
Also, in the past 3-4 weeks that I have been in contact with Asus during this RMA process, NEVER ONCE did they mention that the scratch is the cause of the electrical problems. Please see attached dispute history dialogue I had with [redacted] at their RMA department. I ask repeatedly if the scratch on the motherboard is the cause of the electrical problems. They NEVER answer that question. It is very suspicious that now that the Revdex.com has gotten involved, that is their response.
Final Consumer Response /* (3000, 15, 2015/09/24) */
[redacted]Document Attached[redacted]
As you can see in my conversations with them, for almost a month, I have been asking Asus to provide ANY more additional pictures regarding the damage. They continually ignored these requests and the only additional picture they sent was the same picture they originally sent me, except in better resolution. Now, after a month of having my motherboard in THEIR POSSESSION, they JUST NOW sent me an additional picture of "damage". How is it that they did not find this "damage" in A MONTH of inspecting my motherboard repeatedly? Also, why would I continually ask Asus to keep inspecting the motherboard for any other damages if I had done any damage to it? Additionally, I will attach this new picture which has arrows supposedly pointing to some damage, but comparing it to pictures of new motherboards, I can't see any difference, so what damage is this new picture pointing to?
I will also attach an email I received from the Asus Customer Loyalty department and even their own representatives could not understand how the damage shown in pictures could cause electrical failure.
This is ludicrous that after repeatedly asking for cause of damage, Asus only provided ONE picture that had nothing to do with power failure, then after complaints to the Revdex.com they somehow found NEW damage to blame the electrical failure on. They also provided this "new damage" AFTER I informed them that I had several independent computer hardware repairmen conclude that the damage shown in the original picture could not have been the cause of electrical failure that I was having.
In the month that Asus technicians have inspected my motherboard, they have physically touched that motherboard more times than I have, since all I did was install it, then take it out to send to them. I don't want to insinuate anything, but lets put the following facts together: 1) Asus did not find any other damage and could not provide any additional pictures of damage for almost a month of having my motherboard, 2) Damage shown in original picture was not cause of electrical failure, 3) After a month of inspecting motherboard and finding no additional damage, Asus just now found "new" damage in order to explain the warranty denial. This is terribly unfair to consumers who have put their trust in a company to uphold their warranty guarantees.
Final Business Response /* (4000, 18, 2015/09/29) */
Dear Customer,
At this point we have replaced your unit and the replacement has already been shipped according to our records. The FedEx tracking number of the outbound shipment is XXXXXXXXXXXX.
[redacted]
Asus Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:I rejected the first response and this second response is the exact same thing from the company. They do not in any way want to address what my issues are.Sincerely,[redacted]

Dear Customer, 
Looking into your case, I see you are covered with the ADP warranty that covers cracked screens and you are well within the time-frame of the warranty as well. It appears you have already reached our RMA department yesterday and been setup an RMA for repair. So, you should be...

all good to to. Please let me know if you have any other questions or concerns throughout this process. Or if you run into any more issues and I will be sure you are taken care of. You can keep this email on file to reach out to me at any point for help. 
[redacted]. 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/09/29) */
Dear customer,
We have replaced your unit as you have requested as one of your desired resolutions. The unit shipped out yesterday on 9/28/2105. The FedEx tracking number of the unit is XXXXXXXXXXXX.
[redacted]
Asus Customer...

Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Darren O. failed again. He was supposed to ensure that the computer that they sent me was the identical model as mine, was 2 years or less (comparable to mine), and most importantly, was reliable and in perfect working order so that I could once again do my work.
Instead, I received a different model, which is 3 years old, and has no sound through the headphones (which is critical for my job as a video editor). I spent over 4 hours on the phone with technical support, again, having to pay for all of those minutes that were wasted on them, because as usual, the ultimate answer was that there was nothing they could do and that I would have to ship the computer back to them yet AGAIN...this being the SIXTH back-to-back return due to ASUS' absolutely UNBELIEVABLE level of incompetence!
In addition, I had to spend over an hour the next morning with [redacted] (ASUS tech support in the Caribbean), and he was HORRIBLE!! He put me through [redacted] before finally sending me the overnight label to ship the computer asap!
NOTE: DO NOT SEND ME THAT SAME COMPUTER! As has already been established 5 times, your "service" people don't have a clue as to how to fix anything, and I need a RELIABLE computer! You continue to cause me undue financial hardship, and I will be suing you for all of the damage that you have caused.
Final Business Response /* (4000, 30, 2015/11/18) */
To Whom It May Concern,
At this point the payment was approved and everything is being processed by accounting. The check should be mailing out this week for the buy-back.
[redacted].
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 41, 2016/01/04) */
What are you talking about?? Who said I was dissatisfied with the ultimate resolution? I told you I finally received my refund! I was just telling you that it's not right that they should keep an A+ rating for having put me through [redacted] to get it!

Initial Business Response /* (1000, 5, 2015/08/03) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
We are willing to offer the customer a replacement if the stock is available. The customer will receive...

shipping instructions on how to proceed as well as a pre paid shipping label.
In the event of no stock available, the product will be subject to repair. I will monitor the progress of the product through our repair process.
Best Regards,
[redacted].
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I will see what we can do you bypass [redacted] technicalities surrounding the rebates. Did you receive a...

rebate tracking number? Could you attach the copies of the invoice you sent to your Revdex.com case?

[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I do not feel this matter is yet resolved, I'm choosing no.
There is no location in which I can upload to the Revdex.com a copy of my original paperwork. My rebate tracking number is:
XXXXXXXXXXXXXXXX
To date I have been extremely dissatisfied with Asus. I attempted to file a compliant online with the company was was told by a [redacted] in escalations to speak with the Rebate Department. After I explained I already had, the same answer was returned to me: Speak with the Rebate Department. Upon trying to call to speak to someone to file a compliant, I had one supervisor tell me to hang up and call the same number I had dialed to get to her and after I tried explaining to her I had and then asked for someone who spoke English (I could barely understand her!) She hung up on.
When asked to file a complaint with the Rebate Department, they told me to contact Asus. I've been having pass [redacted] parcel played with me and had to listen to numerous broken records in rebate telling me my invoice was not an invoice (no matter that the Merriam-Webster dictionary defines an invoice as A document that shows a list of goods or services and the prices to be paid for them. Requirements my invoice met.).
I want my $20.00 rebate and maybe the 5.54 I paid for priority shipping to resubmit my paperwork with a tracking number in hopes that the rebate department will accept the new paperwork.
This whole thing is utterly ridiculous. I've had the worst customer service I've ever received. It's the customers who keep the company in business and the call center people have jobs to handle the call center. They are being paid to talk to the customers. Customers are not paid to call and talk to the call center with issues. We should have our time valued.
If you would a copy of my original submitted documentation, you can email me at [redacted]@yahoo.com for it.
Sincerely,
[redacted] A.
Final Business Response /* (4000, 10, 2015/09/04) */
Dear Customer,
please re-check the rebate tracking number XXXXXXXXXXXXXXXX at this link: https://asus.4myrebate.com/Claim/Tracking You should see that it has been approved.
[redacted]
ASUS Customer Care
Final Consumer Response /* (2000, 12, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The approval of my rebate is acceptable. In the future I suggest making sure all rebate forms are extremely clear on the type of paperwork they want.

Complaint: [redacted]I am rejecting this response because:  It was impossible to know I was not buying from Asus.  In any case internet buying depends on trust since I can't hold the product in my hand before buying it.  In the slick Internet ad they showed a new z500 with a keyboard for $299 and all the other internet ads offered a new z500 for $299 or a used one for about $230. At the very least I was expecting a new z500 but I was willing to accept this old stained used tablet until I discovered there was no place to insert the SD card and that was the last straw, I could not accept an old stained tablet with no SD slot, I wouldn't even want it for free.
  Someone agreed to refund my money as soon as they received the tablet but then there was a new trick, someone sent me a shipping tag for return but as it was just a label but not free shipping I went to the post office and for $16 sent out the tablet, then 6 hours later I get a Fedex free shipping label to a different address so for $20 I changed the address with USPS then the seller or someone sent me another address but I didn't change again.
  On June 2, 2017 the Tablet arrived to an unknown mailbox in California. In summary I have invested $319 for a tablet plus $36 shippin in an attempt to get a refund.
  If I don't get any money back I will at least let others know to be wary of this sand trap.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I have been dealing with this current situation for WEEKS! In addition, we have not had a quality computer, at all. It was obviously defective at purchase.
I find it sad and disturbing that the representative from ASUS is quoting company policy in his response. I'd like to know what company policy states regarding the following:
not returning a customer's message within 24-48 hours as stated
not filing a claim for damages during shipping when ASUS paid for the shipping and FedEx damages the item, instead telling the customer to file the claim, which is incorrect and WASTED a week of time
I have been told numerous times that someone would return my call. Not one time as anyone called me back. I was assured, last Friday, that Allen, level 3, would return my call. We canceled dinner plans with friends as I knew I would not be able to easily speak from a restaurant.  He never called. 
When the unit was damaged during shipping, it was, I assume, the fault of FedEx. However, had we not had the same problem fixed 3 other times, and it still did not work, the computer would not have been shipped, therefore, no damage.
Here is the best analogy for this situation:
I buy a new car from an authorized dealer. Within 11 months, the car stops working and is repaired for the same issue, 3 times. At the fourth time, the manufacturer requests the car because I am asking for a new car. While being towed to the manufacturer, the car is involved in a traffic accident. The front end of the car, the engine, is smashed. 
The Lemon Law applied to the issues with the vehicle prior to the accident. The physical damage only solidifies that this is not a vehicle that needs to be repaired.
As the Lemon Law applies to more than vehicles, and does specifically include computers, the computer we purchased should be replaced with a NEW unit. 
We have had WEEKS of time, throughout the year, with no computer because it was being repaired. This is unacceptable. I have NEVER experienced such poor customer service.
I would ask that the representative from ASUS carefully read through my file and do what's right. If someone would treat me and this situation as they would want to be treated in a similar situation, I would have received a new, replacement computer, or refund, a long time ago.
That is all we are asking: for ASUS to do what's right.
 
Sincerely,[redacted]

My response on Revdex.com site: 
Dear Customer, 
I am extremely sorry for all issues you have had thus far. Looking into your case I see there may be some misinterpretations based on the warranty and regional coverage of the warranty. What you have received with the unit is a brief version of...

the warranty. Here is a link to the full warranty: [redacted]
Please review the last section, section 10, I have pasted it below as well: 
"10. International Warranty and Support
This Warranty applies in the country of purchase.
Additionally this Warranty entitles You during the Warranty Period to international ASUS warranty service in Europe, North America (USA, Canada and Mexico), Asia, Republic of South Africa and Australia/Oceania, subject to the following additional restrictions:
• Service procedures may vary by country.
• Some service and/or spare parts may not be available in all countries.
• Localized spare parts (such as keyboard/ keymats) may be replaced with the version available in the country where the repair is requested.
• Some countries may have fees and restrictions that apply at the time of service.
• Certain countries may require additional documentation, such as proof of purchase or proof of proper importation, prior to performing International Warranty and Support.
To enjoy comprehensive international warranty service, visit ASUS Service Center website at [redacted] for detailed locations.
ASUS reserves the right to interpret the provisions in this ASUS Warranty Information. The information in this warranty card may change without prior notice. Please visit the ASUS Support site at [redacted] for current and complete ASUS warranty information."
With all of that being said, I deeply apologize but your unit is zoned to another region and our fees and retrictions are for units not from our zone is to have the repairs paid for in full by the customer. Please notice the warranty section I have presented you that covers this. Also please understand that we may not even have the parts for this and have to order them if we can find them or it could have to be repaired with different parts. 
I understand your frustration, however, there is nothing we are able to do, unless you are willing to pay for the repairs. I would contact my place of purchase and inform them of this situation as they should not have sent you a phone manufactured and zoned for another company. 
Cordell S. 
ASUS Corporate Customer Care

Dear Customer, 
I am extremely sorry for the issues you have had thus far. Looking into your case, I do not see any notations or indications that a hold was placed on your card. However, I have reached out to that department and asked that any holds be removed regarding your case as there...

should not be a hold at all. 
It appears we are still waiting on the power cord portion of the charger to come in, but you did receive the power adapter(box) portion today according to tracking number you have been provided. I have asked that they ship out a replacement cord as soon as they possibly can. 
[redacted]. 
ASUS Corporate Customer Care

Initial Business Response /* (1000, 7, 2015/08/31) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I see that on 8/27 you were informed that the product was being quoted due to the unit having been zoned for...

Malaysia. All products that are not zoned for the U.S. would require a fee for servicing. Despite the fact that you purchased the product in the U.S., ASUS does not accept proof of purchase from eBay due to the customer to customer nature of their business.
[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received my unit back from your repair facility which held onto my unit and LIED to me that it was repairing the unit up until I suddenly received notice that your facility wanted to charge me $379 to repair the unit almost 3 weeks after they began repairs. I purchased this item from an AUTHORIZED USA Reseller of ASUS products and I provided ASUS with proof of this. Ebay is NOT a reseller, but merely an electronic platform for merchants to make sales (this is common sense and common knowledge). Whether or not your authorized reseller should have used EBAY or not to sell merchandise with ASUS warranties in the USA or not is between you and your authorized AGENT! As for the merchandise itself, it came back to me WORSE off than when I shipped it to you. The front facing speaker now sounds distorted and the unit DOES NOT CHARGE. These are NEW problems which were created AFTER the unit was shipped to your repair facility.
ASUS is in breach of its warranty, a copy of which I have which does NOT exclude the USA or North America. In fact, what I have in writing (which came as an insert in the box it was sold to me in) clearly states that my unit has a 1 year warranty without making any exclusions as to the USA.
Either way, I am planning to take some form of action with regard to this. You cannot take issue a RMA, take a consumer's product, hold it for nearly a month and then return it to them with more damage. This is unacceptable!
Final Business Response /* (4000, 19, 2015/09/08) */
Dear Customer,
I do see in the attached document where it reads that you are entitled to warranty service in the U.S. What I also see is that some countries may have fees and restrictions that apply at the time of service in section 9. Warranty and Support. The fees you were quoted for are a result of the restrictions that applied to the warranty.
[redacted]
ASUS Customer Care
Final Consumer Response /* (4200, 21, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wade, you can hide behind your computer screen and breach the warranty all you want. The fact remains: ASUS warranty service is baloney and asking me to pay more than double to repair a brand new tablet is ridiculous and denying my warranty after your service center held it for 4 weeks smells like bad faith and intentional breach of warranty to me, but then again, I am not a lawyer. Let's see what the courts say.

Email  Sent Directly To Customer:
Dear Customer, 
I am reaching out to you on behalf of ASUS regarding your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. 
I see you are requesting a refund. Unfortunately, we cannot offer any kind of refunds...

or monetary compensations. We did not sell this item directly to the public; you did not buy the product directly from us, so it is impossible for us to refund money we never received.
Refunds are exclusively handled by the vendors and usually they only accept them during the first 30 days of purchase.
ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units.
With all of that being said, I see you may also accept a new replacement unit for all of the issues you have had thus far. Now, that is something I will gladly be able to do for you. You will have to go through a new RMA and send your current unit in to us first and then we will ship the new replacement. 
If you are willing to do this, please let me know and I will also provide you a prepaid label to overnight the unit to us to get the replacement shipped as soon as I can. However, it is very possible we may not have your exact model new in box. If that is the case, I will provide you the details of a comparable/upgrade unit that we do have new in box to see if it is an acceptable replacement to you.
Please let me know if you want to move forward with this by replying to this email directly or on the Revdex.com site and I will be sure to get you taken care of. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Final Consumer Response /* (2000, 6, 2015/08/12) */
RESOLVED

Initial Business Response /* (1000, 17, 2015/08/07) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Currently after reviewing the case the item was shipped and delivered per the tracking no....

XXXXXXXXXXXXXXX. If the customer is still experiencing issues please let us know promptly.
Best Regards,
[redacted] M.
ASUS Customer Care

Dear Customer, 
I have been informed by my superiors that we can reimburse you, if and only if you are able to provide us the actual invoices. You will need to send them as a .pdf attachment. Which you can do in a reply to one of my emails or you can do on here on the Revdex.com site as well. We need the actual invoices sent as attachments not a copy and paste of the emails. I do apologize for this matter. 
[redacted] 
ASUS Corporate Customer Care

Dear **. [redacted],
I very much apologize for the issues you have experienced. 
I have looked into your case and from what I can see we are processing an advance replacement for the motherboard you had requested to resolve this issue.
Based on our system the offer was sent out for you...

to accept replacement model STRIX Z270I GAMING which you had requested and once you approve they would then process out the replacement unit.
Once the unit ships out and we receive the defective unit back from you the X-Ship team will release the hold at that time.
Please feel free to shoot me an email at [redacted] if you have any further questions.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:
again, the representative is not reading the documents. I have clearly stated that the computer was repaired by Geek Squad at Best Buy three times. Also, the computer was NEVER repaired by ASUS. It was damaged during shipping to ASUS, not from ASUS. 
Fortuntely, I have never dealt with such a disorganized and unprofessional company. When the representative responsible for replying to a complaint made to the Revdex.com does not read and comprehend the information given, I know the company does not take customer service seriously. 
We request a brand new computer, of equal or higher value, or, preferably a full refund. The fact that we have now spent more than a month without a computer, due to these constant errors on the companies part, is greater proof that ASUS is not a strong company. I'm going to outline the details, again, in hopes that this will be read by someone, within the company, who is capable of doing his or her job.
1. From July 3, 2016- June 2, 2017: Geek Squad repairs, THREE times
2. Unit broke again, June, 2017
3. Requested replacement. Told to send unit THAT DID NOT WORK, to ASUS. No power from computer. Dead. 
4. Spent $28 for packing materials 
5. Arrived at ASUS smashed, presumably by FedEx
6. Unit returned in SAME, BROKEN box, not working AND smashed BECAUSE ASUS said I had to file claim with FedEx or pay for additional repairs
7. Spent one week contacting FedEx to learn that ASUS was to file the claim because ASUS paid for the shipping label (company negligence)
8. Spent weeks attempting to contact ASUS. Was told 3 times that a representative would return my call. NEVER HAPPENED!!
9. Requested NEW computer on numerous occasions and on numerous occasions I am given the ASUS generic response from representatives who are ignorant of the facts. 
Finally, I ask, again, would you not feel that a new product was in order if yours had stopped working 3 times in under a year, spent weeks without product due to repairs, and then was SMASHED, physically, when being sent for the fourth repair??
I request that the ASUS representative who has replied, erroneously, to this complaint pass it to his supervisor. Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2016/02/02) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I see that they did honor the ADP and repaired the unit as you have said, but you are saying the unit has scratches on the screen now? That is unacceptable...

and I am extremely sorry about that matter. If the scratches are bad enough they are causing issues for you or you are not happy with how the unit appears due to the scratches, by any chance can you provide me pictures showing the scratches? Then we can have you send the unit in for another RMA to have the screen repaired/or replaced to alleviate the scratches. If you would like to do so, please let me know and I will get you all setup and taken care of.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 10, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The scratches are minor so we won't be sending the Notebook back for another RMA. Thank you for honoring the ADP.

Dear [redacted],
I very much apologize for the issues you have experienced. 
We have reviewed the RMA and reviewed the damage to the product, and based on the picture which I have attached to your complaint, VGA sag would not have caused the entire PCIE socket to be completely...

ripped off the board and based on the pin orientation the connector was pulled off straight up as the pins are standing straight up.  Due to the damage on the board we will not be able to waive the fees.
As a courtesy, we are willing to offer a 30% discount off the cost of the repair fees, leaving you to pay the remaining 70% of the cost of the repair.  Once paid we will swap the board and ship a replacement to you. 
However, if you do not pay the fee, we will return the product unrepaired.
ASUS Warranty Terms do state the following and you can review at this link: [redacted]
 
Exclusions from this Limited Warranty Service
ASUS does not warrant uninterrupted or error-free operation of this product. Any technical or other support provided for the product under warranty, such as assistance via telephone with “how-to” questions and those regarding product setup and information will be provided without warranties of any kind. The warranty only covers failures or malfunctions that occur during the warranty period and under normal use conditions as well as any material or workmanship defect.
 
The warranty will not apply to or be valid under conditions including but not limited to the following:
 
The serial number of the ASUS product, components or accessories has been altered, cancelled, removed, or otherwise not valid as identified by ASUS;
The product has been tampered with, repaired and/or modified by non-authorized personnel;
The product warranty seals have been broken or altered;
There is damage caused by natural disaster, intentional or unintentional misuse, abuse, neglect, acts of war, improper maintenance, or use under abnormal conditions;
There is damage caused by accidental drops, spills, fire, or power surges.
There is damage from improper installation, improper connection, or use of parts and/or components not manufactured or sold by ASUS;
There is damage from use outside of the operation or storage parameters or environment detailed in the User's Manual or reasonably acceptable for similar product usage models deemed industry standard best practices;
There is damage to or loss of any program, data or removable storage media, or if there are costs from recovering any program or data;
There is damage from third party software or from virus(es);
There is software loss or data loss that may occur during repair or replacement.
Support and costs involved to install or configure the product for any third party software application or hardware device, or network/wireless configuration.
Due to technology limitations, some devices (e.g. DVD ROM and software player may not play certain titles if applicable to your product) may be limited or not compatible with the ASUS product. These limitations are common to defined standards within the hardware industry and are not specific to your ASUS product.
You have failed to follow all return materials authorization (“RMA”) instructions provided to you by ASUS.
 
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care